• You will be measured by your ability to achieve outstanding customer satisfaction goals. Customer satisfaction is the single most important measurement of the support organization.
• Manage customer escalations effectively and in a timely fashion.
• Interface with critical account customers and handle stressful situations with confidence

• Attract, build and retain high-performing teams. Set quarterly goals and provide regular feedback on performance.
• Ensure that support managers, team leads and engineers have the resources, cross-functional relationships and processes necessary to succeed and deliver sustained performance
• Build and scale out global support centers

• Provide guidance, direction and mentoring to the team to deliver on organizational goals and objectives.
• Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations.
• Oversee case issue resolution, call monitoring, and development of performance metrics

• Establish strong cross-functional alignment with Engineering, Product Management and Operations teams.
• Develop, facilitate and drive cross-functional initiatives aimed at improving performance and increasing execution capability.
• Deliver reports and analysis to members of the leadership team including evaluation of overall performance, trend identification, best practices, problem resolution, and risk mitigation

• Strong Familiarity with Storage, Networking, and Virtualization
• Awareness and appreciation of different cultures
• Excellent verbal and written communication skills
• Ability to lead, influence, and motivate teams and individuals
• Ability to express complex concepts simply and effectively
• Ability to work with cross-functional teams
• Financial acumen
• Working knowledge of Salesforce.com
• A/BS degree in Engineering, Computer Science, or Operations Management. MBA is a Plus.
• 10+ years experience in an Enterprise Customer Support Organization in a leadership position.
• Prior experience managing support delivery of complex technology products through multiple release cycles.
• Experience building high-performing teams.

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